Miguel Hernandez Email & Phone Number

Philippines

Taytay, Rizal, PH

• Operations Director based in Naga City, Camarines Sur with the following current lines of businesses:
• TelCo Residential/Mobility Customer Service
• TelCo Residential/Mobility Initial Customer Account SetupHighlights:
• Launched a new multi-skilled LOB with 20 FTEs in Dec 2021, and has ramped to 400+ FTEs (2000% growth) across 3 sites (Taytay, San Mateo, Naga) by end of 2023, and further ramping to 900+ (225% growth vs 2023).
• Launched an initial account step LOB with 19 FTEs in Dec 2022, which has ramped up to 200+ FTEs (1000% growth) by end of 2023 across 2 sites (Taytay, Naga).
• ABAY Standardization initiative in 2024 resulting to 95% Proficiency to Tenure of both new hires (2% higher vs competitor English vendor) and cross-trained agents (5% improvement vs 2023)

North Sydney, NSW, AU

• Overall site lead for a centre of ~400 employees in Naga City, Camarines Sur, with dotted lines down to all local support teams. Lines of business:
• Airline Inbound and Chat Reservations
• Inbound Cruise Reservations
• End-to-end Cruise Holiday PlanningHighlights:
• Exceeded site profit margin targets for 5 out 6 months running in 2018.
• Successfully executed business continuity plans during Typhoon Nina (Dec 2016), keeping the centre operational despite a month-long power outage.

North Sydney, NSW, AU

• For the following lines of business:
• End-to-end Cruise Holiday Planning
• Cruise Customer Complaints
• Cruise Social Media ManagementHighlights:
• Established daily operational rigor on workload and people management.
• Built structure for the Workflow Analyst role.

North Sydney, NSW, AU

• Program Head for the following lines of business:
• Cruise/Holiday Reservations Back Office Support
• Inbound Broadband Technical Support
• Inbound Directory Assistance
• Multi-channel Charity OrganizationHighlights:
• Maintained sole merged role of Client Services and Operations Head.

North Sydney, NSW, AU

• Program Head for the following lines of business:
• Inbound Broadband Technical Support
• Inbound Directory Assistance
• Inbound Ticketing and Customer Service
• Multi-channel Charity organization
• Cruise/Holiday Reservations Back Office SupportHighlights:

North Sydney, NSW, AU

• Client Services for the following lines of business:
• Airline Inbound Reservations and Back Office Support
• Outbound Customer Account Management
• Inbound Broadband Technical Support
• Inbound Directory AssistanceHighlights:
• Directly coordinated with operations lead on successful launch of an Outbound Customer Account Management with 12 heads, and further expanded to 20 heads.

North Sydney, NSW, AU

• Client Services for the following lines of business:
• Airline Inbound Reservations and Back Office SupportHighlights:
• Pioneered the Change Management Specialist role in the Airline Inbound Reservations LOB.
• Supervised multiple client tool launches/upgrades across multiple lines of business.
• Created an internal closed loop process for handling high-level customer complaints.
• Streamlined operational processes to increase productivity/efficiency and mitigate errors.

North Sydney, NSW, AU

• Airline Inbound Sales and Customer Service
• Team Leader for Flight Reservations
• Nesting (A-Bay) Team Leader

North Sydney, NSW, AU

• U.S. Relay Service
• Communications assistant for the deaf and hard of hearing via online relay service.

Gütersloh, DE

Gaming Console Hardware Technical Support

Auto Loan and Lease Customer Service

Bachelor Of Science (Bs), Electrical Engineering

Bachelor Of Science (Bs), Electronics And Communications Engineering